Call Center - Process Improvement Specialist
- Alfa Medical Group
- Giza, El Omraniya, Giza Governorate, Egypt
- Full-time
وصف الوظيفة
Alfa Medical Group
Job Purpose
Responsible for analyzing call center processes and implementing strategies to improve efficiency, reduce costs, and enhance customer satisfaction.
Accountabilities
- Evaluates current call center processes to identify inefficiencies, bottlenecks, and areas for improvement.
- Creates and implements process improvement strategies and action plans using methodologies such as Lean, Six Sigma, and Kaizen to ensure optimal performance.
- Collects and analyzes data to track performance metrics and measure the impact of process changes.
- Works closely with various departments to understand their workflows and gather input for process improvements.
- Documents process changes and updates to ensure all stakeholders are informed and aligned.
- Tracks the success of implemented strategies and makes necessary adjustments to optimize results.
- Prepares and presents reports on process improvement initiatives and outcomes to senior management to keep them informed.
- Encourages feedback and innovation from team members to foster a culture of continuous improvement.
- Bachelor’s degree in business, Operations Management, or a related field.
- Proven 3 years of experience in process improvement, preferably in a call center, medical services or customer service environment.
- Certification in process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
- Strong analytical and problem-solving skills, excellent communication and interpersonal skills, proficiency in data analysis and reporting tools.
- Analytical thinking and decision-making.
- Project management and time management.
- Team leadership and collaboration.
- Process mapping and design.
- Statistical analysis and reporting.
